At Alex Bank, we’re not like the big banks. We’re a digital-first, customer-focused lender committed to fairness, simplicity, and speed. With a rapidly growing customer base, award-winning products, and a culture centred on innovation, Alex Bank has been recognised as one of Australia’s fastest-growing companies on both the AFR Fast Starters and Deloitte Fast 50 Technology lists.
About the role:
As a Customer Support Officer with Alex Bank, you will play a key role in delivering the outstanding customer experience that helps us maintain our 4.8-star Trustpilot rating. In this role, you will be
responsible for inbound call handling, email and chat communication, outbound calls, customer onboarding, payment execution, and the processing and follow up of customer requests, for deposit and lending products. You will also support the execution of key operational risk programs, including Anti-Money Laundering/Counter-Terrorism Financing (AML/CTF), Know Your Customer (KYC), and fraud detection, ensuring compliance with all relevant regulatory requirements.
What you’ll be doing:
- Be the first point of contact for customers via phone, email, and chat
- Support customers through onboarding, change requests, and day-to-day banking needs
- Process payments and customer requests accurately and on time
- Identify and escalate potential risk issues (AML/CTF, KYC, fraud)
- Drive customer satisfaction and contribute to Alex’s NPS and CSAT goals
- Act as the “Voice of the Customer” across the organisation
What we’re looking for:
- 2–5 years’ experience in banking or financial services
- Background in customer service or call centre environments (soft phone skills a plus)
- Experience working with finance systems (origination, payments, servicing)
- Strong communication and problem-solving skills – you can explain financial solutions in plain language
- A track record of exceeding targets in a quality-led, compliance-driven environment
- Resilience, adaptability, and a customer-first mindset
- Based in, or around, Brisbane and able to attend a Brisbane based office, as required.
Why join us?
- Work with a talented team that values innovation, collaboration, and having a great time while getting the job done.
- A company culture that celebrates creativity, initiative, and continuous learning.
- Opportunity to grow and develop your skills in an exciting fintech environment.
- Competitive salary and long-term career progression opportunities
Ready to take the next step in your career? Apply now and become part of something amazing!
Please note: This role is not open to recruitment agencies.
